Why is my order on hold?

Why do we hold orders?

We may occasionally place your order on hold due to print file issues, security concerns, address confirmation and similar. Essentially - whenever we need to verify something with you or require changes to the order.

How are holds removed?

Once you've updated your order, we need to go back and review it before the hold can be removed. This is to avoid repeated holds in case the update didn't go through or there are more issues.
In some cases (typically for minor issues) we may let you remove the hold yourself - in that case you'll see a ''remove hold'' button in your dashboard.

What should I do after my order is placed on hold?

  1. Open your order (or hold email) and read the message.
  2. If an update is required - make the necessary changes to your order, then request hold removal. This will send us a notification that your order is ready for review.
  3. If an update is not required or you wish to proceed as is - simply respond to the original hold email letting us know about your decision.
  4. Once our team has reviewed the order, we'll release the hold or get in touch with you for further confirmation.

Note: you can't request to 'proceed as is' for all hold types. For example, holds relating to print file content, security.  

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